Delivery & Returns
We want shopping with Wassen to be as simple and stress-free as possible. Whether you're waiting for your order, need to make a change or aren't completely happy with your purchase, we're here to help.
Delivery Information
UK Delivery Charges
We offer standard and express UK delivery, with FREE standard delivery on orders of £30 or more.
| Delivery Option | Order Value | Delivery Cost | Estimated Delivery |
|---|---|---|---|
| Standard Delivery | Under £30 | £3.49 | 2–4 working days |
| Standard Delivery | £30 or more | FREE | 2–4 working days |
| Express Delivery | All orders | £4.95 | 1–3 working days |
Delivery times are estimates and may vary during busy periods or due to circumstances outside our control.
Tracking Your Order
Once your order has been dispatched, we'll send you a shipping confirmation email with a tracking link so you can follow your parcel's journey.
Tracking information may take a little time to update after dispatch. If you don't see any updates straight away, please check back later.
If you have any questions about your delivery, contact our Customer Service team at info@wassen.com.
Changing or Cancelling Your Order
Need to make a change? Please contact us at info@wassen.com within 1 hour of placing your order, including your order number and the changes you'd like to make.
We'll do our best to help, but once your order has been processed for dispatch, we may be unable to amend or stop the shipment.
If your order has already been dispatched, you can still request a cancellation or refund in accordance with our refund policy and your statutory rights.
Our Customer Service team is available Monday to Friday, 9am–5pm, excluding bank holidays.
Our 30-Day Refund Policy
Not Completely Happy With Your Purchase?
We want you to feel confident shopping with Wassen, which is why we offer a 30-day, no-quibble refund policy.
If you've changed your mind or aren't completely satisfied with your purchase, you can request a refund within 30 days of receiving your order.
We aim to make the process as straightforward as possible.
How to Request a Refund
You can request a refund in two easy ways:
1. Through Your Wassen Account
- Log in to your Wassen account.
- Find the order you'd like a refund for.
- Select "Request return" and follow the steps to submit your request.
2. Contact Our Customer Service Team
Email info@wassen.com with your order number, the product(s) concerned and, if you're happy to share, your reason for requesting a refund.
You don't need to provide a reason when exercising your statutory cancellation rights, but your feedback is always appreciated.
Our team will review your request and email you to confirm the next steps.
Do I Need to Return My Products?
In most cases, no!
We want to make things as easy as possible, so you generally won't need to send your products back to us.
Please don't arrange any return postage unless our Customer Service team specifically asks you to.
If your refund is approved, we'll confirm this by email and arrange your refund.
When Will I Receive My Refund?
Any refund due will be issued to your original payment method.
Once processed, refunds typically take 5–10 working days to appear in your account, depending on your payment provider.
We will issue refunds within the timeframes required by UK consumer law.
What If My Order Is Damaged, Faulty or Incorrect?
We're sorry if something hasn't arrived as expected!
If your order is damaged, faulty or incorrect, please contact us at info@wassen.com with:
- Your order number
- A brief description of the issue
- Photos of the products or packaging, if available
We'll look into the issue and arrange an appropriate solution, such as a replacement or refund, at no additional cost to you.
Your statutory rights relating to faulty or incorrectly supplied goods apply regardless of our 30-day refund policy.
Managing Your Wassen Subscription
If you have a Wassen subscription, you can manage your deliveries by logging into your Wassen account.
From your account, you can manage your subscription preferences, including updating delivery details, pausing deliveries or cancelling your subscription.
When Can I Change or Cancel My Subscription?
To prevent your next subscription order from being dispatched, please make any changes before our cut-off time:
4pm UK time, Monday to Friday, on the working day before your order is due to be dispatched.
Once an order has entered our fulfilment process, we may be unable to stop it from being shipped.
If your subscription order has already been dispatched, you can still contact us to request a refund in accordance with our refund policy and your statutory rights.
Please note that refunding an individual subscription order does not automatically cancel future deliveries. If you'd like to stop your subscription, please cancel it separately through your Wassen account or contact our Customer Service team.
Your Statutory Consumer Rights
Our 30-day refund policy is offered in addition to your statutory consumer rights under UK law.
Your Right to Cancel an Online Order
Under the Consumer Contracts Regulations 2013, you generally have the right to cancel an online purchase from the moment you place your order until 14 calendar days after receiving your goods, without giving a reason.
Normally, customers then have a further 14 days to return their items. However, as Wassen generally does not require products to be returned, we'll confirm whether any further action is needed.
Where we confirm that no return is required, we'll issue any refund due within the applicable statutory timeframe, normally within 14 calendar days of being informed of your cancellation.
For cancellations covered by these regulations, eligible refunds include the cost of the products and any applicable standard delivery charge. If you selected a more expensive delivery option, we are only required to refund up to the cost of our standard delivery service.
Certain products may be exempt from statutory change-of-mind cancellation rights, including sealed goods that have been unsealed after delivery and cannot be returned for health protection or hygiene reasons. This does not affect your rights if goods are faulty.
Your Rights If a Product Is Faulty
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described.
If a product is faulty, damaged or not as described, you may be entitled to a refund, replacement or other remedy.
For example, you generally have a 30-day right to reject faulty goods for a refund, and additional rights may apply after this period.
Nothing in our refund policy limits or excludes your statutory consumer rights.
Need Some Help?
Our friendly Customer Service team is always happy to help with orders, deliveries, refunds or subscriptions.
Email: info@wassen.com
Opening Hours: Monday–Friday, 9am–5pm, excluding bank holidays.
We'll do our best to resolve your query as quickly as possible.